A Smart Choice for Your Business Toolkit

Better Business Bureau®

2011 Annual Review

A Letter from the President and CEO

BBB Vision & Mission:

Our Vision:An ethical marketplace where buyers and sellers can trust each other.

Our Mission: BBB’s mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by:

Creating a community of trustworthy •businesses Setting standards for marketplace trust •Encouraging and supporting best practices •Celebrating marketplace role models•Denouncing substandard marketplace •behavior

AS A BBB ACCrediTed BuSineSS, you made it a priority to include the Better Business Bureau (BBB) in your business toolkit in 2011 and we want to thank you for that. Not only is accreditation an important investment for your business, it also sends a powerful message to your employees and customers that you support trust in the marketplace.

This year, our Board of Directors and staff stayed on top of the latest marketplace trends. We are proud to offer tools that allow your business to thrive in areas of customer leads, credibility, consumer engagement, brand awareness, education/training and discounts that can all affect your bottom line. As you can see on the opposite page, one of our biggest initiatives in 2011 was to change the consumer mindset from just thinking of BBB as a “place to check out a company,” to also ‘using BBB as a resource for finding “LISTS of trustworthy businesses”.’ That being said, the new URL SearchBBB.org was created to link directly to

our online Accredited Business Directory. Promoted through an eye-catching series of new, 30-second radio and television

commercials, SearchBBB.org is currently linking consumers with businesses like yours who meet

our Standards for Trust. On behalf of the 2011 BBB Board of

Directors and staff, I am pleased to present this annual review of what

was achieved on your behalf in the last 12 months. We wish your

company all of the best in this New Year and look forward

to working with you throughout 2012.

Sincerely,

Matthew Fehling President/CEO

“We Invented This Whole Idea”

In 2011, BBB spread the word about how to “START WITh TRUST” through a new marketing campaign. BBB’s “We Invented This Whole Idea” television and radio campaign promotes trusted business listings on SearchBBB.org

TV commercials, similar to the story board below ran during the winter of 2011 and will continue throughout 2012.

Scan this QR Code to visit BBB’s YouTube page and view the “We Invented This Whole Idea” radio and TV commercials.

1. 2.

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5. 6.

7. 8.

9.

BBB on the Web

Social Media Facebook “Like” us:

facebook.com/azbbbnews;

facebook.com/azbbbespanol

LinkedIn “Connect” with us:

search in groups for Better

Business Bureau of Central,

Northern and Western Arizona

Twitter “Follow” us: @azbbbnews

YouTube “Subscribe” to BBB

Channel: search “theazbbb”

eQuotes Sent

14,063

198,098

6,879,029BBB Website Page Views

Visits to BBB’s website

Company Report Requests (online and phone)

2,514,959

24,898BBB YouTube Videos Views

2,228,565

Accredited Business Directory Views (online)

2011 Marketplace Impact

BuSineSSeS And ConSuMerS trust the BBB to provide accurate information and professional customer service. here is a snapshot of the instances of service we provided in 2011.

30,694Complaints Closed

601

Arbitration hearings BBB Facilitated

39

Top 10 inquired About industries 1. Air Conditioning Contractors & Systems

2. Roofing Contractors 3. Contractors – General

4. Auto Repair & Service

5. Auto Dealers – Used Cars

6. Plumbing Contractors

7. Work-At-home Companies

8. Movers

9. Business Opportunity Companies

10. Mortgages

Top 10 Complained About industries

1. Business Opportunity Companies

2. Auto Dealers – New Cars

3. Coupon Services

4. Air Conditioning Contractors & Systems

5. Work-At-home Companies

6. Truck Rent and Lease

7. Airlines

8. Schools (Acadamies, Colleges & Universities)

9. Auto Dealers – Used Cars

10. Auto Repair & Service

658Media Stories Including BBB

Accredited Business Owners and Employees Attended BBB Seminars

Ad Review Cases Closed

281

FACTS ABOUT BBB’S COMPLAINT PROCESS:

Complaints must be submitted in writing.

Anonymous complaints are not accepted.

Complaints are forwarded to the company within two business days.

Complaints are usually closed within 20 days.

Investigations Closed

2,112

Benefits & opportunites

Use of BBB Trust Seal•

Business Review & •Industry Listing

Video Testimonials •

Free Webpage on •EthicalArizona.com

Accredited Business •Certificate & Sign

Accredited Business •Stickers

Weekly E-Newsletter•

Arizona Bulletin •

BBB Accredited •Business Events

Employer Resources •

BBB Accredited •Business hotline

E-Quotes •

Arbitration Option•

Online Marketing •Opportunites

health Insurance •Discounts

AB to AB Discounts•

Shipping Discounts•

Discounted Merchant •Card Processing

Prescription Discount •Card

Access to Accredited •Business Site

For more information on Accredited Business benefits, visit: arizona.bbb.org/abbenefits or call 602-264-1727.

BBB Accreditation

SinCe 1938, the local business community has supported and shared BBB’s mission and values.

WhAT doeS BBB ACCrediTATion MeAn To Your BuSineSS?

“BBB Accreditation is a green light for potential clients. Seeing that we are accredited and held in high regard by the BBB helps lend credibility and build trust.” — Insurance Company

“Our accreditation with BBB proves to both our clients and our employees how strong our commitment is to doing things the right way.” — Tire Dealer and Auto Repair Company

“BBB Accreditation means credibility and validation for my small business. It is the step up I need.”— Energy Conservation Products & Services Company

9,674BBB Accredited Businesses throughout our 10 county service area

ACCrediTATion iS ABouT rePuTATion

An honor that is earned•A commitment to BBB Standards for Trust•A proven track record•

2011 BBB Foundation Signature Events

4th Annual • Secure Your ID Day (shred event)

10th Annual • BBB Business Ethics Awards

21st Annual • BBB Integrity Golf Classic

homeowners’ Survival • Event

To learn more about BBB Foundation please call 602-264-2864 or visit arizona.bbb.org/foundation

BBB Foundation

BBB AND BBB FOUNDATION WORkED DILIGENTLY in 2011 to ensure our communities were educated on the importance of hiring a BBB Accredited Business. We also shared information on timely consumer issues and charitable giving.

Attendees at events where BBB had an information booth/table

135,477

Savvy Teens, Consumers & Seniors (reached through the Savvy Consumer Programs)

1,715

1,295Job seekers reached through employment scams presentations.

Officers:chair – Lee scanzano, Cox CommunicationsVice chair – rick Dircks, Dircks Moving ServiceTreasurer – Mary Hall, Take Charge Americasecretary – Brian Mohr, P.F. Chang’s China Bistro & Pei Wei Asian Dinerimmediate Past chair – Peggy Baker, SRP President – Matthew fehling, BBB

DirecTOrs:Brian Burt, Snell & Wilmerron cohen, CRC Broadcasting Co.John curran, U.S. Postal Inspections ServiceJoe Dean, Dean Enterprisesisabel fritzler, Mas Alla Del Sol TVTom Higginbotham, Sun Devil AutoBob Jones, Quality Transmission Service, Inc.Joe Kelly, Triad Consulting Corporation Tony Komadina, iii, Coulter CadillacMarty Laurel, Blue Cross/Blue Shield of ArizonaDavid Lorenz, Wells Fargo BankGarry Ong, Mu Shu Asian Grillelaine ralls, AIR Marketing Gerald smithson, JLS ConsultingGary sneed, Desert Schools Federal Credit UnionJim sollenberger, Cue Financial Group, Inc.Bill Verdini, ASU/ W.P. Carey School of BusinessGary Volkenant, Pinnacle West Capital Corp/APSJoseph Yahner, Phoenix Police Department

independent Legal counselAndrea Lisenbee, Ryley Carlock & Applewhite

YAVAPAi cOUNTY ADVisOrY cOUNciL

Officers: chair – John r. stevens, Stevens Tax Services, LLCVice-chair – connie Manning, AAA Arizona

MeMBers:susan Abbott, Home Instead Senior CareDave Barrett, Barrett PropaneBill fencken, Board Member, Foundationsteve Lafleur, Prescott Import Car ServiceBob sebring, M & I, a Part of BMO Financial Group

BBB fOUNDATiONOfficers:chair – Gary Volkenant, Pinnacle West Capital Corp/APSVice chair – Joe castillo, Minority Business ConsultantsTreasurer – Joe Dean, Dean Enterprisessecretary – Matthew fehling, BBB

DirecTOrs:Jim Donley, Donley Service CenterTom fannin, Coldwell Banker Success RealtyBill fencken, Community VolunteerJerry Hall, Community VolunteerKatie Osborne, Blue Cross/Blue Shield of ArizonaDean rennell, Wells Fargo BankLarry seay, Meritage Homes Corporation Mike Wagner, Shasta Industries, Inc.

Thank you To The 2011 Board of direcTors

Better Business Bureau Serving Central, Northern & Western Arizona

Main office: 4428 North 12th Street, Phoenix, AZ 85014

602-264-1727 (ph) | 877-291-6222 (toll-free) | 602-263-0997 (fx) | info@arizonabbb.org

northern Arizona office: 1569 West Gurley Street, Prescott, AZ 86305

928-772-3410 (ph) | 928-771-1343 (fx) | yco-info@arizonabbb.org

Yuma office — Coming in 2012

arizonabbb.org